Senior Global Customer Support Analyst
Core
First point of call for customer support requests, incidents, and queries within a follow the sun support model, triaging and resolving issues for Epsilon Retail Media clients.
Role type
Senior Global Customer Support Analyst
Builds
Premium customer support experience and full-service delivery support cycle
Domain
Retail Media / Data & Identity
Deliverable
client delivery
Required skills
Customer support, ITSM principles, case triage, incident management, escalation handling, collaboration, product knowledge, documentation
Preferred skills
Multi-lingual, ServiceNow, Jira, agile environment
Technologies
ServiceNow, Jira
Responsibilities
Act as first point of call for support requests and incidents; triage, troubleshoot, and classify cases; identify incident trends; document interactions; escalate to Technical Account Managers or Client Success Managers when necessary; collaborate with Customer Success, System Reliability, and Engineering teams; advocate for customers with internal teams.
Seniority
Senior, hands-on IC
